How to reopen a closed case(sn_customerservice_case) when mails related to that case comes into servicenow?

[sruthig]

Hi All,

How to reopen a closed case(sn_customerservice_case) when mails related to that case comes into servicenow?

Usually work notes will update any mails with case short description received by servicenow. After closing the case if any mails received work note is getting updating but case is not reopening.

How to reopen closed case when mails received by servicenow?

Please suggest.

Regards,

Sruthi

[Sajilal]

Hi sruthig,

This would be happening as you know from the Inbound action email for update.

Open the record and you will have to write the logic to reopen the Closed Case using current object and method accordingly.

Hope this makes sense. Let me know if any confusion.

Please Mark as ✅ Correct if this solves your issue and also mark ???? Helpful if it helps resolve your problem.

Thanks,
Saji

[sruthig]

Hi Sajilal,

Can you please help me to make changes in inbound action?

how can I make this condition in inbound action?

Thanks,

Sruthi

[Sajilal]

If you have found the Inbound action,

1) Try suggesting your customer to have "Reopen" word mentioned in Subject or body somewhere to identify its for reopening, else every reply on a closed case would reopen your Case.

2) Inside the update inbound action you can check for the condition for the subject line using

email.subject,

3) once you identify its for roepen you can use 

current.incident_state = 2;
current.state = 2;

Thanks,

Saji